Customer Service Consultant

Nationwide Building Society; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading building society is seeking Contact Centre Consultants to provide outstanding support to customers. This role involves handling inbound calls, guiding customers through online banking, and discussing various financial products. Successful candidates will receive extensive training to assist members effectively. Positioned in a hybrid work environment, the role emphasizes teamwork and customer-centric service. A commitment to customer satisfaction and strong communication skills are essential for success in this fast-paced role.

Benefits

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development

Salary sacrifice scheme benefits

Life assurance

Health and wellness options

Paid volunteering days

Qualifications

• Customer service background is preferred.
• Confidence in phone communication.
• Ability to work in a fast-paced environment.

Responsibilities

• Handle inbound calls to support members.
• Guide customers through online banking.
• Discuss products like mortgages, loans, and accounts.

Skills

Customer service orientation

Confident communication

Attention to detail

Ability to adapt

Willingness to learn

Job description

We’relooking for Contact Centre Consultants to join our team!

At Nationwide, our Contact Centres provide industry-leading service to our members. As a consultantyou’llanswer calls and support our customers with their questions and look at ways in which you can further support them, from guiding them through online banking to discussing our extensive range of services.

We will be running an Assessment Centre for thisposition,therefore you must be available to attend our Northampton office during the third week of January for start date of Monday 9 th March.

This role is a35 hourworking week, working Monday to Friday, 9am-5pm.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

The first 6 weeks of the job will be dedicated to training at our Northampton office after which you'll spend at least two days per week, or if part time you'll spend 40% of your working time, on site in the same location. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach tohybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

Handling a range of inbound calls, you’ll play a central role when it comes to supporting our members. We’re a building society not a bank, so our customers are members and their needs are at the heart of everything we do.

You could be guiding them through online banking or discussing our range of mortgages, loans or accounts and adapting your style to suit each customer to make sure they get the outcome that’s right for them.

Bring your enthusiasm for helping and we’ll give you full training before you take a single call. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues.

About you

Ifyou’vegot a customer service background andyou’rea confident communicator and looking to take on a new challenge, this could be just the job for you.

We are looking for candidates with:

• A passion for doing the right thing for our customers
• The ability to work within a fast pace environment
• Good attention to detail and accuracy
• Confidence on the phone and able to build rapport with customers
• Commitment and willingness to learn

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

Feel what customers feel – We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

Say it straight– We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

Push for better– We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

Get it done– We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• From January 2026, all Nationwide colleagues will benefit from private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up‑to‑date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Life at Nationwide

Some of the things that matter most to us: Delivering fairer finances and having a positive impact on customers' lives. Being truly inclusive. Rewarding high performance.

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